MindTouch, a San Diego firm that offers a variety of products geared toward managing a knowledge base as well as offering social help systems, recently announced a new partnership with Salesforce. This new partnership allows MindTouch to offer its new CRM Connector app through the Salesforce App Exchange, providing a ready connection to the enterprise-level version of its product line.

The CRM Connector from MindTouch allows users to scan a support case from Salesforce and recommend to agents the best means to address that support case with specific breeds of both help and product content. Agents can then, with a simple drag and drop interface, move those recommendations into the case window for later use.

While MindTouch had announced the integration with Salesforce back in June, the CRM Connector is a more recent innovation and will make the total integration quicker. By some measures, early testing has shown that, indeed, the response rates are much quicker, with those who tested CRM Connector seeing reductions in the amount of time required to complete support tickets reduced by as much as 47 percent. What's more, using MindTouch systems allowed agents to not only create new help content to solve future support tickets similar to those recently received, providing a note of future-proofing, but also allowed the help content to be better organized and more readily accessed when it was needed.

Those testing the product early suggested that it was a substantial step up from earlier generations of support which amounted to certain documents being written and placed on the website, with little regard given toward if they could easily be found or even used. Contacting the company itself had been an option, but it was seldom easy or inexpensive to do so.

Being able to solve customer issues rapidly, and accurately, is the kind of thing that gives businesses a lot of credibility in the marketplace, and keeps customers satisfied. Satisfied customers are likely to be repeat customers, the acquisition of which is the goal of most any business. Moreover, satisfied customers act as profoundly inexpensive sources of marketing, providing word of mouth promotion to their friends, families and anyone they come in contact with across a social network or the like.

Providing the best information, organized effectively and accessible quickly is a development that's welcome to most any business. This will likely give the CRM Connector from MindTouch plenty of interest from the business community.